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Makeover Your Queue: Tips for Scaling Support With Jira Service Desk

Efficient queue management is the secret to how any small service team stays sane. Join Senior Cyber Engineer, Tanya, on a “before and after” journey of one of the world’s largest Atlassian instances. Learn how her team of three reduced issues by 80% and handled over 1,000 issues a month without missing a beat in customer satisfaction. Get tips on recognizing what isn’t working in your service process, avoiding pitfalls, establishing a triage process, automating workflows and transitions—all while consistently crushing SLAs.
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  • 1. TANYA CHRISTENSEN | SENIOR CYBER SYSTEMS ENGINEER | NORTHROP GRUMMAN Makeover Your Queue Tips for Scaling Support With Jira Service Desk
  • 2. We use a 50% transparency N900 box over a full-bleed photo when using text overlays This Photo by Unknown Author is licensed under CC BY-SA-NC
  • 3. 1,400 projects 980,000 issues 3,700 spaces 9 services 9 instances 600+ open issues 3.5 service desk agents SERVICE FOOTPRINTSERVICES SUPPORTED
  • 4. The Makeover Recognizing Chaos Putting Features to Work Living in Order Working the Queue Setting the Stage
  • 5. Recognizing Chaos Our failure to prioritize and organize
  • 6. Chaos Pain Points Too Much Email Inefficient Team No SLA No Reports
  • 7. “We adore chaos because we love to produce order.” M.C. Escher Source: http://www.kabu-load.net/HQW-398695.html
  • 8. Setting the Stage Who are the players? How will they act?
  • 9. Players Customers Services Agents Service Level Agreement (SLA) Published & advertise SLA Implemented Jira Service Desk SLAs Implemented a stale issue age-off
  • 10. Players Customers Services Agents Definition of Services Evaluated services for priority and agent skill set Established a tier level for each service Published the tier definitions in the SLA
  • 11. Services & Resolution Expectations Tier 1 – Routine Tasks Tier 3 – Consultation & Advanced Skill No advertised goal, lots of back & forth with customer Tier 4 – Long Term & Development No advertised goal, could become development issue Tier 2 – Intermediate Skill 5 day goal, workflow changes or permissions investigation 1 to 3 day goal, depending on type of request
  • 12. Players Customers Services Agents Service Agent Engagement Educated on SLA and responsibilities Assigned to a tier level Directed to use the Jira Service Desk Agent view Clarified escalation policy
  • 13. Putting Features to Work Take the load off with Jira Service Desk functionalities.
  • 14. NOTIFICATIONS Goodbye to email as a trigger to work!
  • 15. REQUEST TYPES Help the customer find the right form
  • 16. ORGANIZE THE WORKFLOW
  • 17. ORGANIZE THE WORKFLOW
  • 18. ORGANIZE THE WORKFLOW
  • 19. ORGANIZE THE WORKFLOW
  • 20. ORGANIZE THE WORKFLOW
  • 21. SERVICE DESK AUTOMATION When a customer replies, change the state
  • 22. DEFINE THE RESPONSE SLA
  • 23. DEFINE THE RESPONSE SLA
  • 24. DEFINE THE RESOLUTION SLA
  • 25. DEFINE THE RESOLUTION SLA
  • 26. SERVICE DESK CANNED RESPONSES Build a library of canned responses
  • 27. Working the Queue Where shall I go? What shall I do?
  • 28. Work from the assigned queue FIFO within the queue Escalation policy TRIAGE THE ISSUES WORK THE ISSUES One triage manager Clarify change requests Ensure proper tier assignment
  • 29. Living in Order Reap the rewards of a queue that makes sense for everyone.
  • 30. Pain Relief Fewer Emails Efficient Team Exceeding SLAs Detailed Reports
  • 31. ~10,000 Issues resolved in 2018
  • 32. 2,600 projects 1.5 million issues 5,800 spaces 9 services 25 instances ~125 open issues 5 service desk agents 40% 65% 63% 35% 80% 1.5 SERVICES SUPPORTED SERVICE FOOTPRINT
  • 33. IT WORKS Happy customers, happy support team!
  • 34. Request fulfilled within one business day. Can’t ask for more than that. Thank you! SERVICE DESK CUSTOMER
  • 35. They were very responsive. Resolved my issue and kept in good communication. Thank you. SERVICE DESK CUSTOMER
  • 36. How can this work for you? How you can achieve similar results
  • 37. HEALTH MONITOR Routinely evaluate Make adjustments Improve processes Atlassian Plays can help
  • 38. EVALUATE OVERALL SLA Review How are you performing against the SLAs? Make Changes Change the goal time, change the expected % of success.
  • 39. DIVE DEEP INTO A GOAL Look for Trends Make a report so deep dives have data. Examine Click through to issues that are out of the norm and investigate if changes are required.
  • 40. When work is open,
 we unleash the full potential of all teams. WE BELIEVE Source: http://darkroom.baltimoresun. com
  • 41. Thank you! TANYA CHRISTENSEN | SENIOR CYBER SYSTEMS ENGINEER | NORTHROP GRUMMAN
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